We are seeking a highly motivated professional to join our team in this pivotal position. The ideal candidate will possess a proven track record of success in a similar role, with a minimum of [X] years of relevant experience. Key responsibilities include [list responsibilities], while essential requirements comprise [list requirements]. This role offers the opportunity to contribute to meaningful projects and drive impactful results within our organization. Strong analytical, communication, and organizational skills are mandatory to excel in this dynamic environment.
The organization seeks a Customer Service Expert and Team Lead capable of providing outstanding customer experiences, driving sales, and guiding a small team to achieve targets.
This position seeks an individual who recognizes the direct correlation between exceptional service and revenue growth and is prepared to execute impactful marketing strategies to achieve tangible outcomes.
Oversee a range of critical duties, including managing daily operations, developing strategic initiatives, and ensuring adherence to company policies and industry regulations. Conduct performance evaluations, foster team collaboration, and address any operational challenges to enhance productivity and efficiency. Lead cross-functional projects, coordinate with senior leadership, and provide actionable insights to drive organizational growth. Additionally, monitor key performance indicators, optimize workflows, and maintain high standards of quality across all deliverables.
Deliver exceptional customer service by addressing inquiries, resolving complaints, and processing orders promptly across multiple communication channels, including phone, WhatsApp, email, and social media with a focus on professionalism and efficiency.
Identify and pursue upsell and cross-sell opportunities to maximize revenue while maintaining a customer-centric approach, addressing any concerns, and effectively securing sales.
Develop and deploy marketing strategies by executing campaigns, promotions, and follow-up sequences designed to convert leads into customers and enhance retention rates.
Guide and empower the team by providing leadership and support to junior staff, establishing daily performance objectives, tracking progress, and maintaining uniform service standards.
Track and enhance performance by monitoring essential metrics such as response time, conversion rate, and Customer Satisfaction (CSAT) scores. Identify persistent challenges and develop actionable strategies to address them effectively.
Serve as a knowledgeable ambassador for the brand, offering in-depth expertise in custom-tailored apparel and premium leather accessories while articulating the brand’s unique value proposition to clients with precision and clarity.
What We’re Looking For
With a minimum of three years of hands-on experience in customer service, sales, or client-facing environments, candidates should also demonstrate prior leadership in team management roles, as this is considered advantageous.
Demonstrates a strong aptitude for securing sales agreements and effectively addressing customer concerns with assurance.
Experienced in executing marketing strategies, campaigns, or sales scripts through practical application.
Excellent proficiency in English communication is essential, with fluency in Yoruba or Igbo considered an asset.
Technical Skills: Demonstrated proficiency in organizational methods alongside adeptness with CRM platforms, WhatsApp Business applications, and fundamental spreadsheet functionalities.
Seeking an individual with a proactive approach to problem-solving, meticulous attention to detail, and a strong enthusiasm for fashion, luxury goods, and African culture.
Qualified candidates who meet the requirements are encouraged to submit their resumes to people@traxapparel.fashion, ensuring the email subject line includes “Application – Customer Service Expert/Team Lead.”
Qualifications
BA/BSc/HND
Experience Required
3 years
